5Star Urgent Response Supervisor GreatCall
THIS JOB HAS EXPIRED Description
GreatCall markets wireless services, devices and applications that help people stay connected, safe and healthy. We provide easy-to-use solutions backed by high quality customer service and work with industry-leading partners to ensure our solutions fulfill the needs of our customers. We are experts in serving the aging population but our solutions are appropriate for anyone who considers health and safety a priority. Our product portfolio includes the Jitterbug cell phone, 5star Urgent Response, The Responder, MedCoach, LiveNurse, and Wellness Calls among others. These products and services are widely available through our direct response channels and a wide retail distribution network that includes Walmart, Sears and Best Buy. Our apps are available in the iTunes and Android app stores.
About the Team
The 5Star Urgent Response Call Center and MyLife Health and Safety Services team is dedicated to delivering a supervisor service experience to each of our customers, supporting both emergency and non-emergency calls. The team offers 24/7 service support on a wide range of issues and is certified by the National Academy of Emergency Dispatch in EPD, EMD and/or ED Quality Assurance.
About the Job
As our 5Star Urgent Response Supervisor, your primary responsibility will be to supervise a staff of 10 ? 12 non-exempt employees by providing necessary leadership, coaching, and development for the team. This highly responsible and technical work involves assuring the efficient operation of the 5Star Urgent Response call center and My Life Health and Safety Services support. The Supervisor is responsible for supporting 5Star Urgent Response Agents receiving, evaluating and prioritizing 911 and non-emergency requests for assistance and service. A successful Supervisor must be able to direct others, maintain control, and make effective decisions, often in very high stress situations. Assuring 5Star Urgent Response Agents adherence to defined protocols, procedures and policies is critical.
Provide feedback and coaching to 5Star Response Agents on call dispatch and quality standards.
Provide direct reports with clearly defined expectations, assigning work/tasks appropriately and assuring progress toward goals/objectives is made.
Monitor performance (including monitoring calls for QA) of direct reports pro-actively in an effort to provide the appropriate level of direction and development necessary to assure a high level of performance against defined/measurable goals achieved.
Work closely with direct reports to promptly address any issues to assure compliance and operational efficiency.
Recommend training curriculum, and assist in the interviewing, selection and training of new hire Program Support Representatives.
Document overall shift activity and note incidents of interest for review.
Perform follow up calls to subscribers (i.e. customers).
Ensure sufficient 5Star Response Agent personnel are on duty to serve to expected subscriber volume.
Deliver training and maintain accurate records for all team members to assure Continuing Dispatch Education requirements are met.
Report regularly/as needed to leadership regarding trends/changes to the tactical plan to ensure successful performance.
Receive emergency and non-emergency calls from customers as necessary to support consistent service levels in the response center.
Monitors status of calls to ensure calls for service are expediently dispatched and processed within the framework of procedures and policies.
Stays alert and ready to take action on all situations that may arise.
Notify agencies or services that can provide emergency and nonemergency assistance to the right address, communicating the appropriate urgency and importance of the situation.
Ensures all equipment in the Response Center is operational and follows all system outage processes to assure continued center operations.
Attend and successfully complete required and authorized trainings to maintain Priority Dispatch Certification.
Research and resolve customer issues.
Demonstrate high standards of professionalism and integrity by consistently adhering to the Company?s Policies.
Assure adherence to all Federal and State regulations as they pertain to the assigned program ? such as information security & privacy (i.e., CPNI, HIPPA, and FDA?s 501K Clearance issues).
Performs additional tasks and related work as required.
Serve as an example of effective leadership for employees throughout the organization.
Collaborate with other departments to identify issues and trends.
Monitor performance against the key performance indexes.
Ability to travel in the U.S. as needed.
Must be flexible to work various shifts including evenings, holidays, and weekends.
Associate?s Degree in Business or equivalent experience
Prior certification or successful completion of the Priority Dispatch EMD and EPD Certification coursework upon hire
Minimum of 5 years relevant experience in a 9-1-1 communication center or customer service call center
Minimum of 2 years of supervisory experience to include managing performance, attendance, projects and/or multiple priorities required
Minimum of 5 years working in an environment requiring use of a computer and related software including Microsoft Office Suite
Ability to type a minimum of 30 wpm
Sufficient manual dexterity which permits the employee to operate a computer keyboard and communications equipment in a rapid and efficient manner
Ability to speak clearly in a well-modulated voice, use good diction and elocution
Clarity of speech and hearing which permits the employee to communicate well with supervisors, emergency safety personnel, co-workers, and the general public in all situations by telephone, radio and in person
Bachelor?s Degree in Business or related field
Three (3) years of experience within the emergency dispatch industry
Four (4) years of communication center or customer service supervisory/management experience
Additional relevant training in emergency communications, psychology or a closely related field
Additional training or certifications in EFD, EPD, EMD or ED Quality Assurance
Ability to use logical and creative thought processes to develop solutions according to written specifications and oral instructions as necessary
Ability to perform a wide variety of difficult communications and technical tasks with accuracy and speed under the pressure of time sensitive deadlines and in high stress emergency situations
Prior Wireless or Telecommunications experience
As an employee, you would be eligible to participate in a comprehensive benefits package including a competitive salary, stock options, Medical, Dental, Paid Time Off, 401(k), life insurance and flexible spending plans.
Join a fast-paced dynamic company that is making history with our customers and the wireless industry. If you're a smart, self-starter with solid experience in wireless and a passion to make a difference, let us hear from you. Check us out at www.greatcall.com.
||100 Via de la Valle |
Del Mar, CA 92014
THIS JOB HAS EXPIRED